PAKISTAN BUSINESS REVIEW - Institute of Business Management

Assessing the Service Quality of Some Selected Hospitals in Karachi
Research
C li e nts sho ul d be a bl e t o
be l ie ve in the c om pa n y’s
e m plo ye e s.
Y o u c a n be l ie ve X Y Z
e m plo ye e s.
1 4
1 5
1 6
S e c u r ity
C li e nts sho ul d be a bl e t o
fe e l sa f e in ne go ti a ti ng
w i th c om pa n y e m pl oy ee s .
T h e e m p loy e e s sh oul d be
po li te .
Y o u f e e l se c ure
ne go ti a ti ng w it h X Y Z
e m plo ye e s.
X Y Z e m p loy e e s are
po li te .
1 7
T h e e m pl oye e s sh oul d
ob ta i n a de qu a te su pp or t
fr om t he c om p a ny t o
pe rf o rm th e ir ta s ks
c orr e c tl y.
It sho uld n ot be e xp e c te d
for t he c o mp a ni e s t o p a y
in di vid ua l a tt e nti on to th e
c li e nts .
X Y Z e m pl oye e s do n ot
ob ta in a de qu a te su pp or t
f r om th e c om p a ny t o
pe r form th e ir ta s ks
c or re c tl y.
X Y Z do e s n ot pa y
in div id ua l a tte n ti on to
yo u.
1 8
1 9
2 0
2 1
2 2
E m p a th y
Source: Oliveria (2008)
II.
It sho uld n ot be e xp e c te d
for t he e m pl oy e e s t o g ive
pe rs ona l iz e d a tte n tio n to
th e c li e nts .
It is ab su rd t o e x pe c t t he
e m plo ye e s to kn ow c l ie n t
ne e d s.
It is ab su rd t o e x pe c t t he s e
c om pa n ie s to ha ve the
c li e nts ’ be s t i nt e re s ts a s
th e ir o bj e ct iv e .
It sho uld n ot be e xp e c te d
for t he b us ine s s h our s to b e
c on ve ni e nt f or a l l c li e nt s.
Literature Review
X Y Z e m pl oye e s do no t
gi ve pe r s on a l a tt e nt io n.
X Y Z e m pl oye e s do no t
kno w t he i r ne e ds .
X Y Z do e s n ot ha ve
yo ur b es t i nt e re sts a s its
ob je c ti ve .
X Y Z do e s n ot ha ve
c on ve ni e nt bus in e ss
ho urs fo r a ll c li e nt s.
Andaleeb (2008) studied patient satisfaction (measured
by using factor analysis). This study was conducted on
caregivers who had accompanied a child came to a hospital in
Dhaka. A regression model was constructed by using factor
analysis based upon the five dimensional SERVQUAL model.
The model explained 67.4% of the variation in the patients’
PAKISTAN 365 BUSINESS REVIEW JULY 2011
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